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Insights from the 2019 Pollara Results

Every year, we encourage you to participate in our Pollara survey. It’s an opportunity for us to evaluate our business, identify any gaps, and set strategic priorities for the upcoming year. We’re Listening to your feedback, and, most importantly, taking action.

Key 2019 results: Overall, general satisfaction scores were lower industry-wide, compared to previous years. For Pembridge, the 2019 Pollara results demonstrate a few critical areas for growth.

• Nationally, Satisfaction and Net Promoter Scores (measuring the likelihood you are to recommend Pembridge) were relatively strong for Pembridge with Principals, where we finished #3 and #1, respectively.
• In contrast, the Front Line Satisfaction level (#6) and NPS (#3) declined.
• Regionally, the results were inconsistent.
  • Ontario saw significant reductions (in comparison to both previous years and competitors).
  • Alberta improved with Principals (#1 in NPS) and (#2 in Satisfaction) but remained lower with Front Line employees.
  • The Atlantic continues to show exceptional results with Principals and Front Line employees.

We anticipated these regional results as there were challenges surrounding service levels, but we have been working diligently to address these issues.

Priorities for 2020
Based on your 2019 responses, our focus for 2020 continues to be:  

• Implementing Technology: “Build a portal for policy change” is the most frequent verbatim response to our Pollara survey. We are pleased to announce we are in the final stages of addressing your concern. On May 5, we launched the Ontario rollout of the PATH, our policy change portal for Brokers. The initial feedback on its ease of use has been fantastic. Throughout the year, we plan to expand the availability of the PATH across the regions and implement additional features. You can find more information on the PATH in this edition of the Bridge, our Broker newsletter. 
• Engaging the Front Line: A dedicated effort towards improving Satisfaction scores with Front Line employees is a priority. Over the past few years, our rapid growth has placed a strain on service levels. Since last fall, we have increased our staff, worked overtime, and leveraged resources across all regions to return our service levels to your expectations. To help maintain these standards, we are also implementing Continuous Improvement practices across the organization to focus on value adds while reducing the pain points of our Broker partners.
• Improving Claims Service: Our Claims team has already begun the journey through Continuous Improvement, aimed at reducing challenges and streamlining processes for you and your customers. The changes have led to a dramatic improvement in service during the first quarter. Meanwhile, we are also revising our claims satisfaction survey to ensure we meet the claimants’ needs.
• Improving our Proposition:  We have begun working towards implementing a new national auto-rating platform founded on the principles of consistency and simplicity. The modernized platform will be more configurable, ensuring quicker speed to market, while allowing for increased segmentation, rating enhancements and changes. Ultimately, benefiting Brokers and customers.

We want to thank you all for taking the time to participate and provide your insights. It gives us the perspective of the Broker and continues our dedication to our strategic pillar that We’re Listening.

Throughout the year, watch for more information as we turn your insights into actions to help us serve you better. Thank you for your support.

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